Cisco Unified Contact Center Enterprise PDF Download
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Author: Gary Ford
Publisher: Pearson Education
ISBN: 1587141388
Category : Computers
Languages : en
Pages : 457
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Book Description
Cisco Unified Contact Center Enterprise (UCCE) The complete guide to managing UCCE environments: tips, tricks, best practices, and lessons learned Cisco Unified Contact Center Enterprise (UCCE) integrates multiple components and can serve a wide spectrum of business requirements. In this book, Gary Ford, an experienced Cisco UCCE consultant brings together all the guidance you need to optimally configure and manage UCCE in any environment. The author shares in-depth insights covering both the enterprise and hosted versions of UCCE. He presents an administrator’s view of how to perform key UCCE tasks and why they work as they do. He thoroughly addresses application configuration, agents, scripting, IVR, dial plans, UCM, error handling, reporting, metrics, and many other key topics. You’ll find proven, standardized configuration examples that help eliminate errors and reduce downtime, step-by-step walkthroughs of several actual configurations, and thorough coverage of monitoring and troubleshooting UCCE systems. Cisco Unified Contact Center Enterprise (UCCE) is an indispensable resource to help you deploy and operate UCCE systems reliably and efficiently. · Understand the Cisco Unified Contact Center product portfolio and platform architecture · Choose the right single-site, multi-site, or clustered deployment model for your environment · Take a lifecycle services approach to UCCE deployment and application configuration-–including preparation, planning, design, and implementation · Implement traditional, current-generation, and next-generation call routing · Master the latest best practices for call flow scripting · Understand UCCE’s nodes and distributed processes and build a clean system startup sequence · Design, implement, and deliver unified CM/IP IVR solutions · Set up and efficiently manage UCCE databases · Make the most of UCCE’s reporting tools · Create advanced applications with Data-Driven Routing · Effectively maintain any UCCE deployment, including older versions · Use a best-practice methodology for troubleshooting, and master valuable, little-known Cisco diagnostic tools This IP communications book is part of the Cisco Press® Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.
Author: Gary Ford
Publisher: Pearson Education
ISBN: 1587141388
Category : Computers
Languages : en
Pages : 457
Get Book Here
Book Description
Cisco Unified Contact Center Enterprise (UCCE) The complete guide to managing UCCE environments: tips, tricks, best practices, and lessons learned Cisco Unified Contact Center Enterprise (UCCE) integrates multiple components and can serve a wide spectrum of business requirements. In this book, Gary Ford, an experienced Cisco UCCE consultant brings together all the guidance you need to optimally configure and manage UCCE in any environment. The author shares in-depth insights covering both the enterprise and hosted versions of UCCE. He presents an administrator’s view of how to perform key UCCE tasks and why they work as they do. He thoroughly addresses application configuration, agents, scripting, IVR, dial plans, UCM, error handling, reporting, metrics, and many other key topics. You’ll find proven, standardized configuration examples that help eliminate errors and reduce downtime, step-by-step walkthroughs of several actual configurations, and thorough coverage of monitoring and troubleshooting UCCE systems. Cisco Unified Contact Center Enterprise (UCCE) is an indispensable resource to help you deploy and operate UCCE systems reliably and efficiently. · Understand the Cisco Unified Contact Center product portfolio and platform architecture · Choose the right single-site, multi-site, or clustered deployment model for your environment · Take a lifecycle services approach to UCCE deployment and application configuration-–including preparation, planning, design, and implementation · Implement traditional, current-generation, and next-generation call routing · Master the latest best practices for call flow scripting · Understand UCCE’s nodes and distributed processes and build a clean system startup sequence · Design, implement, and deliver unified CM/IP IVR solutions · Set up and efficiently manage UCCE databases · Make the most of UCCE’s reporting tools · Create advanced applications with Data-Driven Routing · Effectively maintain any UCCE deployment, including older versions · Use a best-practice methodology for troubleshooting, and master valuable, little-known Cisco diagnostic tools This IP communications book is part of the Cisco Press® Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.
Author: Rue Green
Publisher: Cisco Press
ISBN: 0132660377
Category : Computers
Languages : en
Pages : 385
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Book Description
Cisco Unified Customer Voice Portal Building Unified Contact Centers Rue Green, CCIE® No. 9269 The definitive guide to deploying Cisco Unified Customer Voice Portal IVRs in any contact center environment Thousands of companies are replacing legacy ACD/TDM-based contact centers with pure IP-based unified contact center solutions. One of these solutions is quickly earning market leadership: Cisco Unified Customer Voice Portal (CVP). Now, one of the leading Cisco CVP experts brings together everything network and telephony professionals need to successfully implement production Interactive Voice Response (IVR) solutions with CVP: architectural guidelines, deployment best practices, detailed insights for design and sizing, and more. CCIE Rue Green guides you through designing unified contact centers with CVP, and deploying proven infrastructures to support your designs. The author first explains CVP’s architecture, outlining its key advantages and opportunities for integration and illuminating the design challenges it presents. Next, he guides you through addressing each of these challenges, covering all CVP components and tools and offering detailed insights available in no other book. Using this book’s detailed working configurations and examples, you can minimize configuration errors, reduce downtime, strengthen monitoring, and drive maximum value from any CVP-based unified call center solution. Rue Green, CCIE No. 9269 (Routing & Switching and Voice), CISSP, MCSE, MCITP is a Technical Leader for the Customer Collaboration Service Line within Cisco Advanced Services, where he focuses on unified contact center architectures and deployment methodologies. He currently acts in a delivery architect role for Unified CVP, Unified ICM, and Cisco Unified Communications Manager for Unified Contact Center Solutions. He has spent the last 21 years working within different roles related to the architecture, design, and implementation of large voice and data networks, including several years working with complex contact center solutions. · Discover CVP’s powerful capabilities and advantages · Understand how CVP’s components fit together into a unified architecture · Utilize CVP native components: Call Server, VXML Server, Reporting Server, Operations Console Server, and Cisco Unified Call Studio · Integrate non-native components such as IOS devices, Unified ICM, UCM, content load balancers, and third-party servers · Choose the right deployment model for your organization · Implement detailed call flows for Standalone, Call Director, Comprehensive, and VRU-only deployment models · Design Unified CVP for high availability · Efficiently deliver media via streaming, caching, and other techniques · Address crucial sizing, QoS, network latency, and security considerations · Successfully upgrade from older versions or H.323 platforms · Isolate and troubleshoot faults in native and non-native CVP components · Design virtualized Unified CVP deployments using UCS This IP communications book is part of the Cisco Press® Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.
Author: Akhil Behl
Publisher: Cisco Press
ISBN: 0133846113
Category : Computers
Languages : en
Pages : 428
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Book Description
CCIE Collaboration Quick Reference provides you with detailed information, highlighting the key topics on the latest CCIE Collaboration v1.0 exam. This fact-filled Quick Reference allows you to get all-important information at a glance, helping you to focus your study on areas of weakness and to enhance memory retention of important concepts. With this book as your guide, you will review and reinforce your knowledge of and experience with collaboration solutions integration and operation, configuration, and troubleshooting in complex networks. You will also review the challenges of video, mobility, and presence as the foundation for workplace collaboration solutions. Topics covered include Cisco collaboration infrastructure, telephony standards and protocols, Cisco Unified Communications Manager (CUCM), Cisco IOS UC applications and features, Quality of Service and Security in Cisco collaboration solutions, Cisco Unity Connection, Cisco Unified Contact Center Express, and Cisco Unified IM and Presence. This book provides a comprehensive final review for candidates taking the CCIE Collaboration v1.0 exam. It steps through exam objectives one-by-one, providing concise and accurate review for all topics. Using this book, exam candidates will be able to easily and effectively review test objectives without having to wade through numerous books and documents for relevant content for final review.
Author: Tanner Ezell
Publisher: Packt Publishing Ltd
ISBN: 1849684332
Category : Computers
Languages : en
Pages : 431
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Book Description
This book is written in an easy-to-read style, with a strong emphasis on real-world, practical examples. Step-by-step explanations are provided for performing important administration tasks. If you are Cisco Unified Communications administrators or engineers looking forward for advanced recipes to perform important administration tasks, then this is the best guide for you. This book assumes familiarity with the basics of Cisco's Unified Communications Manager architecture.
Author: Akhil Behl
Publisher: Cisco Press
ISBN: 0132731061
Category : Computers
Languages : en
Pages : 1155
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Book Description
The real-world guide to securing Cisco-based IP telephony applications, devices, and networks Cisco IP telephony leverages converged networks to dramatically reduce TCO and improve ROI. However, its critical importance to business communications and deep integration with enterprise IP networks make it susceptible to attacks that legacy telecom systems did not face. Now, there’s a comprehensive guide to securing the IP telephony components that ride atop data network infrastructures–and thereby providing IP telephony services that are safer, more resilient, more stable, and more scalable. Securing Cisco IP Telephony Networks provides comprehensive, up-to-date details for securing Cisco IP telephony equipment, underlying infrastructure, and telephony applications. Drawing on ten years of experience, senior network consultant Akhil Behl offers a complete security framework for use in any Cisco IP telephony environment. You’ll find best practices and detailed configuration examples for securing Cisco Unified Communications Manager (CUCM), Cisco Unity/Unity Connection, Cisco Unified Presence, Cisco Voice Gateways, Cisco IP Telephony Endpoints, and many other Cisco IP Telephony applications. The book showcases easy-to-follow Cisco IP Telephony applications and network security-centric examples in every chapter. This guide is invaluable to every technical professional and IT decision-maker concerned with securing Cisco IP telephony networks, including network engineers, administrators, architects, managers, security analysts, IT directors, and consultants. Recognize vulnerabilities caused by IP network integration, as well as VoIP’s unique security requirements Discover how hackers target IP telephony networks and proactively protect against each facet of their attacks Implement a flexible, proven methodology for end-to-end Cisco IP Telephony security Use a layered (defense-in-depth) approach that builds on underlying network security design Secure CUCM, Cisco Unity/Unity Connection, CUPS, CUCM Express, and Cisco Unity Express platforms against internal and external threats Establish physical security, Layer 2 and Layer 3 security, and Cisco ASA-based perimeter security Complete coverage of Cisco IP Telephony encryption and authentication fundamentals Configure Cisco IOS Voice Gateways to help prevent toll fraud and deter attacks Secure Cisco Voice Gatekeepers and Cisco Unified Border Element (CUBE) against rogue endpoints and other attack vectors Secure Cisco IP telephony endpoints–Cisco Unified IP Phones (wired, wireless, and soft phone) from malicious insiders and external threats This IP communications book is part of the Cisco Press® Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.
Author: Brett Hall
Publisher: Cisco Press
ISBN: 0136654444
Category : Computers
Languages : en
Pages : 780
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Book Description
Master the foundations of modern Cisco Unified Communications (UC) system security This guide helps you build foundational knowledge for securing modern Cisco Unified Communications environments that support voice, video, messaging, and meetings, and support different types of real-time collaboration capabilities based on mobile/remote access and mobile devices based on bring-your-own-device (BYOD) initiatives. Writing for administrators and managers, two Cisco collaboration experts bring together methods and insights to illuminate both the “why” and the “how” of effective collaboration security. Using the proven “Explain, Demonstrate, and Verify” methodology, they explain each threat, demonstrate remediation, and show how to confirm correct implementation. You'll walk through securing each attack surface in a logical progression, across each Cisco UC application domain. The authors address key updates to Cisco collaboration architecture, including Expressway, Cisco Meeting Server, encryption enhancements, and advanced business-to-business collaboration. You'll find quick-reference checklists in each chapter, and links to more detail wherever needed. Begin by protecting your workforce through basic physical security and life/safety techniques Understand how attackers seek to compromise your UC system's network environment—and your best countermeasures Maintain security across all UC deployment types n Protect core UC applications by locking down and hardening the core operating system Use encryption to protect media and signaling, and enforce secure authentication Secure Cisco Unified Communications Manager, Cisco Unity Connection, and Cisco Meeting Server Deploy Session Border Controllers to provide security controls for VoIP and video traffic Provide additional protection at the edge of the network Safeguard cloud-based and hybrid-cloud services Enable organizations to seamlessly and securely connect to cloud UC services Allow remote teleworker users to connect safely to local UC resources
Author: Silvano Gai
Publisher: Pearson Education
ISBN: 1587141957
Category : Computers
Languages : en
Pages : 705
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Book Description
The definitive guide to UCS and the Cisco® Data Center Server: planning, architecture, components, deployment, and benefits With its new Unified Computing System (UCS) family of products, Cisco has introduced a fundamentally new vision for data center computing: one that reduces ownership cost, improves agility, and radically simplifies management. In this book, three Cisco insiders thoroughly explain UCS, and offer practical insights for IT professionals and decision-makers who are evaluating or implementing it. The authors establish the context for UCS by discussing the implications of virtualization, unified I/O, large memories and other key technologies, and showing how trends like cloud computing and green IT will drive the next-generation data center. Next, they take a closer look at the evolution of server CPU, memory, and I/O subsystems, covering advances such as the Intel® XEON® 5500, 5600, 7500, DDR3 memory, and unified I/O over 10 Gbps Ethernet. Building on these fundamentals, the authors then discuss UCS in detail, showing how it systematically overcomes key limitations of current data center environments. They review UCS features, components, and architecture, and demonstrate how it can improve data center performance, reliability, simplicity, flexibility, and energy efficiency. Along the way, they offer realistic planning, installation, and migration guidance: everything decision-makers and technical implementers need to gain maximum value from UCS–now, and for years to come. Silvano Gai has spent 11 years as Cisco Fellow, architecting Catalyst®, MDS, and Nexus switches. He has written several books on networking, written multiple Internet Drafts and RFCs, and is responsible for 80 patents and applications. He teaches a course on this book’s topics at Stanford University. Tommi Salli, Cisco Technical Marketing Engineer, has nearly 20 years of experience with servers and applications at Cisco, Sun, VERITAS, and Nuova Systems. Roger Andersson, Cisco Manager, Technical Marketing, spent more than 12 years in the CLARiiON® Engineering Division at EMC, and 5 years as Technical Product Manager at VERITAS/Symantec. He is now focused on Cisco UCS system management. Streamline data centers with UCS to systematically reduce cost of ownership Eliminate unnecessary server components–and their setup, management, power, cooling, and cabling Use UCS to scale service delivery, simplify service movement, and improve agility Review the latest advances in processor, memory, I/O, and virtualization architectures for data center servers Understand the specific technical advantages of UCS Integrate UCS 6100 Fabric Interconnect, Cisco UCS 2100 Series Fabric Extenders, UCS 5100 Series Blade Server Enclosures, UCS B-Series Blade Servers, UCS C-Series Rack Servers, and UCS Adapters Use Cisco UCS Manager to manage all Cisco UCS components as a single, seamless entity Integrate third-party management tools from companies like BMC ®, CA ®, EMC ®, IBM ®, Microsoft ®, and VMware ® Practice all this with a copy of Cisco Unified Computing SystemTM Platform Emulator Lite (UCSPE Lite) on the DVD in the back of the book This book is part of the Networking Technology Series from Cisco Press®, which offers networking professionals valuable information for constructing efficient networks, understanding new technologies, and building successful careers.
Author: David Schulz
Publisher: Cisco Press
ISBN: 0132378973
Category : Computers
Languages : en
Pages : 625
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Book Description
Cisco Unity Connection The comprehensive guide to Cisco Unity Connection voice messaging system design, implementation, and troubleshooting David Schulz Cisco Unity Connection presents all the concepts and techniques you need to successfully plan, design, implement, and maintain Cisco Unity Connection voice messaging systems. For every stage of the system lifecycle, enterprise voice expert David Schulz offers clear explanations, practical examples, realistic case studies, and best-practice solutions. The author begins by introducing Cisco Unity Connection’s core features, capabilities, and components. Next, he provides thorough, step-by-step coverage of configuration, including users, contacts, call routing, dial plans, class of service, and templates. You will find extensive discussions of user features and access, administration and maintenance, redundancy and backup, and much more. Throughout, the author addresses many enhancements introduced in the new Cisco Unity Connection v8.5 software. This book concludes with a complete guide to troubleshooting, including case studies that identify common deployment challenges and help you build real-world problem-solving skills.
Author: Kevin Corbin
Publisher: Cisco Press
ISBN: 1587140381
Category : Computers
Languages : en
Pages : 691
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Book Description
Cisco® Nexus switches and the new NX-OS operating system are rapidly becoming the new de facto standards for data center distribution/aggregation layer networking. NX-OS builds on Cisco IOS to provide advanced features that will be increasingly crucial to efficient data center operations. NX-OS and Cisco Nexus Switching is the definitive guide to utilizing these powerful new capabilities in enterprise environments. In this book, three Cisco consultants cover every facet of deploying, configuring, operating, and troubleshooting NX-OS in the data center. They review the key NX-OS enhancements for high availability, virtualization, In-Service Software Upgrades (ISSU), and security. In this book, you will discover support and configuration best practices for working with Layer 2 and Layer 3 protocols and networks, implementing multicasting, maximizing serviceability, providing consistent network and storage services, and much more. The authors present multiple command-line interface (CLI) commands, screen captures, realistic configurations, and troubleshooting tips—all based on their extensive experience working with customers who have successfully deployed Nexus switches in their data centers. Learn how Cisco NX-OS builds on and differs from IOS Work with NX-OS user modes, management interfaces, and system files Configure Layer 2 networking: VLANs/private VLANs, STP, virtual port channels, and unidirectional link detection Configure Layer 3 EIGRP, OSPF, BGP, and First Hop Redundancy Protocols (FHRPs) Set up IP multicasting with PIM, IGMP, and MSDP Secure NX-OS with SSH, Cisco TrustSec, ACLs, port security, DHCP snooping, Dynamic ARP inspection, IP Source Guard, keychains, Traffic Storm Control, and more Build high availability networks using process modularity and restart, stateful switchover, nonstop forwarding, and in-service software upgrades Utilize NX-OS embedded serviceability, including Switched Port Analyzer (SPAN), Smart Call Home, Configuration Checkpoint/Rollback, and NetFlow Use the NX-OS Unified Fabric to simplify infrastructure and provide ubiquitous network and storage services Run NX-OS on Nexus 1000V server-based software switches This book is part of the Networking Technology Series from Cisco Press®, which offers networking professionals valuable information for constructing efficient networks, understanding new technologies, and building successful careers.
Author: Chris Olsen
Publisher: Cisco Press
ISBN: 0134272978
Category : Computers
Languages : en
Pages : 602
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Book Description
Now fully updated for the new Cisco CAPPS 300-085 exam, Implementing Cisco Collaboration Applications (CAPPS) Foundation Learning Guide is your Cisco® authorized learning tool for CCNP® Collaboration preparation. Part of the Cisco Press Foundation Learning Series, it teaches advanced skills for designing, deploying, configuring, and troubleshooting Cisco Collaboration and Unified Communications applications, devices, and networks. Author Chris Olsen shows how to effectively use Cisco Unity Connection, Cisco Unity Express, Cisco Instant Message and Presence, Cisco TelePresence Video Communication Server, and Cisco TelePresence Management Suite in production environments. He begins by introducing the server platforms and overlays that are the basis for all Cisco Unity Connection design and integration. Next, he presents in-depth coverage of a wide range of essential tasks–from user configuration to voicemail redundancy, configuring Cisco Jabber Mobile, to provisioning Cisco Prime Collaboration. Each chapter opens with a list of topics that clearly identifies its focus. Each chapter ends with a summary of key concepts for quick study, as well as review questions to assess and reinforce your understanding. Throughout, configuration examples and sample verification outputs illustrate critical issues in network operation and troubleshooting. Whether you are preparing for the CCNP Collaboration certification exams or you are just interested in learning about how to deploy and operate Cisco collaboration applications, you will find this book to be an invaluable resource. Shows how to integrate Cisco Unity Connection with Cisco Unified Communications Manager or other PBXs Covers configuring Cisco Unity Connection users, templates, service classes, distribution lists, security, LDAP, dial plans, and call management Walks through Unified Messaging single Inbox configuration Shows how to design, integrate, and configure feature-rich branch office messaging solutions with Cisco Unity Express Explains Cisco Unified IM and Presence components, design, integration, deployment, and feature configuration Covers Cisco Jabber and Cisco Jabber Mobile configuration Guides you through deploying Cisco Collaboration Systems Applications with Cisco Prime Collaboration Introduces Cisco TelePresence Management Suite (Cisco TMS) capabilities and scheduling options This book is in the Foundation Learning Guide Series. These guides are developed together with Cisco® as the only authorized, self-paced learning tools that help networking professionals build their understanding of networking concepts and prepare for Cisco certification exams.
